carmarthenshire county councildemocracy.carmarthenshire.gov.wales/documents/s13030/report.pdfwelcome...

Carmarthenshire County Council

Digital Transformation Strategy

2017-2020

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Welcome to Carmarthenshire County Council’s Digital Transformation Strategy 2017-2020. This digitalstrategy sets out the Council’s ambitious approach to transform the way we deliver our services to theresidents of Carmarthenshire.

We continue to face some tough challenges ahead against a backdrop of on-going austerity and it isessential we maximise the use of the very latest digital innovations to ensure Council services arefinancially sustainable into the future.

An enhanced digital infrastructure with inward investment from the Swansea Bay City Deal will allow usto work with partners from across the Region to deliver more effective, efficient services and transformthe local economy ensuring it can compete on the global stage.

The Digital Transformation Strategy will be reviewed annually and we will report our progress indelivering on our key projects in our Annual Report.

Foreword from the Chief Executive of Council

Mark JamesChief Executive

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Our vision for Carmarthenshire

A Digitally enabled Carmarthenshire

To achieve this bold vision we must:

• Provide transactional services and information online in a user-friendly and inclusive way.

• Use technology to change the way traditional face-to-face services are delivered, enabling us to deliver effective and efficient services for our residents.

• Create a digital workforce which is agile, mobile and using the most appropriate technologies to support service delivery.

• Support our residents to use digital technology and enable access to technology for those that do not have it.

• Support our businesses to compete in the digital economy.

• Use digital technology to work and collaborate with our partners seamlessly, including the effectivesharing and use of data.

”“

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What is a Digital Transformation Strategy?The Digital Transformation Strategy sets out the Council’s strategic digital priorities and aspirations andoutlines what we plan to do to achieve our vision for a Digital Carmarthenshire. Technology is becomingincreasingly pervasive across all sectors and becoming integrated in many aspects of our lives.Carmarthenshire County Council needs a digital transformation strategy because digital technology hasthe potential to transform the County and the lives of residents while generating long-term savings forthe Council.

The Council through the Transformation Innovation and Change (TIC) team are driving forwardtransformational service change projects – Agile Working and Channel Shift. A Digital TransformationSteering Group has been established that will monitor delivery of the key projects identified within thisstrategy and all relevant work streams established will report to this steering group. To fully realise thebenefits that digital technology can deliver and ensure Council services are financially sustainable intothe future we need to dramatically increase the scope and, in some areas, the pace of our work arounddigital technology.

Digital transformation challenges and improves how things are done today. Carmarthenshire CountyCouncil will continue to embrace change and this will be achieved with greater use of digital technologyand social media channels.

We recognise that schools have extraordinary ICT needs, and to provide greater focus, an Education ICTStrategy will be developed and aligned to Welsh Governments Digital Competence Framework.

SUCCESS

CULTURE STRATEGY

TECHNOLOGY

• Clearly Defined Vision

• Business Outcomes / Goals

• Digital Strategy

• Decision Frameworks

• Optimized Governance

• Big Change vs. Discrete Solutions

• Ability to Digitally Re-imageCloud •

Automation •

Continuous Intergration & Delivery •

Analytics •

Social •

Mobile •

Embrace / Adaptive •

Collaborative •

Executive Buy-in •

Strong Digital Fluency •

Cross-functional Teams vs. Silos •

Risk-Friendly •

Continuously Measure & Improve •

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Building the Digital Foundations in CarmarthenshireCarmarthenshire is the third largest county in Wales covering some 2,365 square kilometres.Carmarthenshire is a county of contrasts. The agricultural economy and landscape of ruralCarmarthenshire is side by side with the urban and industrial south-eastern area. The county isdeveloping into a modern economy that includes light engineering, new technological and serviceindustries with other business enterprises.

The Swansea Bay City Region’s Deal proposal aims to put the region at the forefront of the digital age,focusing on developing Next Generation digital infrastructure including improvements to expand theprovision of fixed ultra fast broadband , 4G and WiFi capabilities to benefit both rural and urban areas ofthe region. An enhanced digital infrastructure will enable the region to innovate, trial and globallycommercialise smart internet based solutions that will transform the economy in areas such as energy,manufacturing and life sciences. This will effectively support large-scale home working, improve accessto jobs, raise productivity levels within the local economy, help address local congestion issues as wellas support mainstream delivery improvements/innovations. This inward investment will improve digitalconnectivity in the rural areas of the County.

The Welsh language in Carmarthenshire plays a key role in our everyday lives with 43.9% of thepopulation over the age of 3 being Welsh speakers. Our online services have to be provided bilingually.

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82% of ad

ults

used internet daily or almost daily

200657%homes access internet

UK Speci�cinternet access

National SurveyWALES 2014-15

81%internet of people use the

86%Households accessinternet

66%

60%38%

three devices most commonly used to access the internet



70%internet access the

on the go

2016

Carmarthenshire

Speci�c

coverage superfast broadband

81%

48%

accessed the Council website using a mobile/tablet

76%Households accessinternet

32242online transactions in 2016 up from 30031 in 2015

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Planning Hierarchy

Welsh Government

Community Planning

Strategic Planning

Service/Enabling Planning

Operational Planning

Individual Plans / Objectives

NA

TIO

NA

L

COMMUNITYcounty wide

council

SERV

ICE

IND

IVID

UA

LS

Well-being of Future Generations

(Wales) Act 2015The Golden Thread

Corporate Strategy (incorporating Well-being Objectives)

Annual Reports / Improvement PlanVarious Service Specific Strategies

Consultation SurveysDigital Transformation Strategy

Well-being Plan / Well-being AssessmentPublic Services Board

Business Plans

Appraisals (HPP)Personal Development Plans

Level Applicable

How plans are made - The planning cascade - “The Wedding Cake & Golden Thread”

How We Deliver

The Digital Transformation Strategy will ensure a number of the expected outcomes identified withinthe Council’s Corporate Strategy 2015-2020 can be achieved which in turn will underpin the delivery ofour Well-being Goals. Action plans will be developed to deliver the key projects identified and these willbe monitored via PIMS and reported annually.

Seven Well-being Goals of the Future Generations Act

Outcomes within Corporate Strategy:

Reduction inorganisational‘runningcosts’

Improvedpublic satisfaction

levels withcouncil

ServicesIncreased

online activityto address public

queries and transactions

Increasing public communication,

consultation andengagement

Improved staff satisfaction level

Improved digital access

Increased employment

Increasedeconomic activity

and productivity

Longterm

Prev

entio

n

Integration

CollaborationInvolvement

Sustain

able Development Principles

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Digital Transformation Strategy - Key Priority Areas

There are four key priority areas that will enable us to achieve our over-arching vision.

Key Priorities

Digital Customer Services

Digital Worksforce

Digital Communities

& Business

Digital Collaboration

Resources RequiredThe authority is investing a significant amount of resource to ensure it delivers the key priorities andoutcomes of the Digital Transformation Strategy 2017-2020.

• An investment fund will be established to support the Agile working agenda that will in return delivereven greater savings for the Authority.

• £400k to transform the way we deliver our services online

• £450k invested to replace an ageing technology infrastructure to support a digital workplace.

• £50k to counter the risks from Cyber crime and enhance online security.

• Training for staff to ensure they can exploit the latest technologies

• £30k for the provision of Citizen Wi-Fi to improve accessibility to online services.

As part of the Swansea Bay City Deal we will have two major projects in Carmarthenshire:-

• At the Creative Digital Cluster at Yr Egin a total project cost worth £24M (£5m City Deal+£16M PublicSector £3M Private) will be delivered creating 200+ jobs over the next 15 years.

• At the Life Science & Well-being Village project, a total project cost of £200M (£40M City Deal, £32MPublic Sector Funding and £127M Private Sector) will create 1800+ jobs over the next 15 years.

You can view our Live Online Case Study to gain a better understanding of how Digital Customer Services can work for you.

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Digital Customer Services

Enabling citizens to get the services and information they need online“ ”

What it means• Providing high quality user friendly services and information online to residents.

• Providing increased 24/7 digital access to services that are bilingual and customer friendly.

• To provide a personal digital service and respond to customer needs

Why is it Important?• To meet customer demands and respond to rising customer expectations.

• To improve customer engagement with access to personalised information and services

• With greater use of mobile technology, provision access to online services at the customersconvenience; ‘anytime, anywhere’

How will we achieve Digital Customer Services

• We wil modernise service delivery by using new technology to deliver online services.

• We will continuing to enhance the Council website ensuring full accessibility to Council services onall mobile devices.

• Improve the way we design and build IT systems putting the customer’s needs and experience at theheart of how new systems will operate and work.

• We will develop a better understanding of customers preferred digital channels of communicationwith the Council.

• We will deliver robust information security to protect our citizen and business data from misuse andcyber threats and digital identities protected.

• We will ensure Council service are re-designed and digital by default.

Improved publicsatisfactionlevels withcouncil Services


Increasedonline activityto addresspublic queriesandtransactions

Increasing public communication,consultation andengagement



Increasedemployment

Increasedeconomicactivity andproductivity

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Key Projects Key Outcomes 2017 2018 2019 2020

Develop an online‘MyAccount’ for customers.

Customers will accessCouncil services throughone central personalisedpoint of access available24/7 which is simple to use.

Delivery of TransactionalServices e.g

• Appointments bookingfor Registrars andCustomer Service Centres.

• School meals payment.

• Housing RepairsReporting

Increased provision of onlineservices for customers.

• Ability to makeappointments with theCouncil 24/7

• Cashless catering forschools with parentsmaking online payments.

• Tenants can report allrepairs online 24/7

Develop a MobileResponsive Website

An excellent digital servicethat adapts to their deviceregardless of whether theyare using a smartphone,tablet or computer

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Digital Workforce

Carmarthenshire will aim to support its staff in adopting working practices with maximum flexibility and minimum

constraints in to order to optimise their performance in thedelivery of quality and cost effective services

“ ”What it means• A digital workforce is responsive and flexible.

• Being responsive to the needs of our citizens by providing good public services and being flexibleabout where work is carried out.

• Flexibility for our staff is being able to work from different locations, at different times and use themost effective technology.

Why is it Important?• Agility and mobility brings efficiencies and increased productivity through better ways of working.

• It increases our ability to ensure a healthy and mutually beneficial work life balance for our work force.This increases our ability to attract the necessary skills and knowledge for our workforce.

• It allows us to vastly improve processes, procedures and work flows, eliminating waste and exploitingefficiencies through good use of data and analytics.







Increasedemployment


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How will we achieve a Digital Workforce ?• Senior management across the Authority will embrace the digital transformation agenda.

• Staff and managers will be encouraged and supported to work in an agile manner that supports thedelivery of improved services.

• We will create a truly digital workforce with agile workspaces, ensuring the right applications andinformation are with the right user, on the right devices, at the right time and location.

• We will develop the digital skills and confidence of our workforce so they are equipped toproductively and proactively apply technology to drive better ways of delivering public services.

• We will ensuring our key policies and strategies are integrated with our digital ambition particularlyin the areas of service planning, procurement, economic growth and commissioning;

• We will develop digital champions within every service area to promote and support digitaldevelopments including channel shift and service improvement.


Upgrade and replace anageing ICT infrastructure

Ensure that we have arobust and stable ICTinfrastructure environmentto support a digitalworkforce.

Implement Agile workingfor staff :

• Achieve a 70% flex, 20%fixed and 10% fieldworkforce.

• Increase agile workspacesand reduce fixed officeaccommodation.

Enable Council staff tooperate efficiently from anylocation and on the moveusing the right device.

Significant cost savings onbuildings and a moreproductive happierworkforce.

Develop a digital learningframework for the staff.

A workforce confident ofembracing and exploitingnew digital technology.

Implementation of Cloudbased solutions to exploitOffice 365 and Share-point

Greater flexibility for staff inaccessing key softwaresolutions.

Recruitment and sicknessabsence

Rationalise / automation ofprocesses and forms

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Digital Communities & Business

Enable residents and businesses in the County to use digital technology to enhance their lives“ ”

What it means• Ensure that residents and businesses exploit the latest digital technology to improve their lives.

• Developing the digital skills of our residents from children to our elderly.

• High speed connectivity for every business so that they can compete in a global economy.

• Enable business to make use of ‘cloud computing’. Cloud computing can accelerate time to value,drive higher adoption of new technologies, and connect the services offered in real time.

• Digitally transform Council business operations to make them more efficient.

Why is it Important?• A digital Carmarthenshire will encourage new business to invest in Carmarthenshire to support the

local economy and attract sustainable employment

• Ensure that our children live in digitally connected communities and have the latest digitaltechnologies available to give them best possible start in life.

• Every resident of Carmarthenshire should have the ability to access 'on-line' services which can beused to improve their 'quality of live'.

How will we achieve Digital Communities and Business

• We will create an open and flexible environment for digital innovation that crosses borders and boostseconomic growth for the region.

• As a part of the Swansea Bay City Deal we will benefit from significant inward investment to create‘The Internet Coast’.

• We will Invest in our communities to ensure sustainable neighbourhoods by improving access todigital technology in areas where it is most needed.

• We will develop improved digital skills and confidence amongst our vulnerable groups and thoseaged over 65.

• We will aim to access funding to develop sustainable digital activities in Carmarthenshire to reachthose who have the most to gain from the digital world.







Increasedemployment


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Improve broadbandconnectivity across theCounty for residents.

Essential for residents tobenefit from digitalinnovation.

Accelerate the deploymentof high speed Wi-Fi intoareas of high footfall anddesignated priority areas.

Easier accessibility to onlineservices – anytime &anywhere.

Increase high speedbroadband coverage inCarmarthenshire and :

• Identify businesses thatare not online and wherefeasible, organise supportto get them online so theycan benefit from doingbusiness electronically.

• Support local businessesand SMEs that are alreadyonline to increase thespeed and quality ofexisting broadbandconnections.

Allow all business to exploitthe latest digitaltechnology and boosteconomic growth.

Accessibility for All Improve the accessibility ofcouncil services for disabledand vulnerable groups byharnessing advances intechnology.

Develop digital skills andconfidence in ourcommunities andbusinesses throughpartnership with Coleg SirGar and 3rd sector.

Enhance opportunities forcommunities to benefitfrom sustainable digitalactivities.

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Digital Collaboration

Innovative digital solutions will enable increased collaboration and facilitate organisations to work seamlessly together“ ”

What it means• Improved information sharing with other organisations and partners.

• Increase sharing of software and hardware platforms across the region

Why is it Important?• Digital collaboration underpins ‘Digital Customer Service’, the ‘Digital Workforce’ and ‘Digital

Communities and Business’.

• Helps foster cohesion in teams. This is especially relevant to teams that are dispersed as cohesiveteams are far more productive.

• Creates an atmosphere of openness as staff are up to date with and able to access the very latestnews and information.

• Simplifies the way that we share data with other organisations and partners making everyone feellike part of a single team working on common objectives.

• Is a catalyst for cultural cohesion enabling departments to focus on putting the citizen at the heartof what they do.

How will we achieve Digital Colaboration

• We will ensure staff are provided with the necessary collaboration tools to improve productivity andwell-being.

• We will protect privacy through effective information management as well as ensuring appropriatedata sharing arrangements are in place with all organisations and partners.

• We will fully exploit new technologies and ways of working including open source solutions

• We will be flexible with of our physical locations and create an environment that fosters collaborationand creativity.

• We will develop new solutions with partners using digital technology to integrate services acrossfunctional and geographical boundaries so they are more efficient in sharing information.

• We will collaborate regionally and nationally on the procurement of software and cloud basedservices to achieve better value for money and a greater variety of solutions.







Increasedemployment


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Implementation of WelshCommunity CareInformation System(WCCIS)

The Welsh Community CareInformation System (WCCIS)will integrate Health andSocial Care and enable safesharing of information andhelp to deliver improvedcare and support for peopleacross Carmarthenshire

Rationalise the number andcomplexity of existing ICTsystems used across theBusiness

Enable services to streamlineprocesses and share dataefficiently whilst alsoreducing annualmaintenance costs.

Carmarthenshire’s willdeliver the following CityDeal projects:

• Creative Digital Cluster- Yr Egin - by creating a newinfrastructure to attractSMEs to start up or expand.

• Life Science & WellbeingVillage - by the integrationof business development,education, wellnessinitiatives, research &development andhealthcare initiatives.

• We will also deliver aregional skills and talentinitiative on behalf of theSwansea Bay Region.

Create more growth andjobs throughout theCounty

Collaborate with health andthird sector partners totransform mental healthservices and improve accessto information, advice,preventive and crisis servicesin Carmarthenshire.

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